Our Service

We act as an Independent Broker on your behalf and our service includes advising you on your insurance needs, arranging your insurance cover with insurers to meet your requirements and helping you with any ongoing changes you have to make.

Products which we offer

We sell and advise on every aspect of travel insurance and provide advice or information on the basis of a fair analysis of the market from a range of insurers.

Our Charges

In event of a change to an existing insurance policy, an administration charge will be payable.

Disclosure

It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of your policy, and when you renew your insurance. Failure to disclose information pertaining to your insurance, or any inaccuracies in information given, could result in your insurance being invalid or cover not operating fully.

It is important you ensure that all statements you make on proposal forms, claim forms and other documents are full and accurate. If a form is completed on your behalf, you should check that the answers shown to any questions are true and accurate before signing the document.

You are advised to keep copies of any correspondence you send to us or direct to your insurer.

If you are in any doubt as to whether any information is material, you should disclose it.

Premiums and Financial Aspects

We normally accept payment by guaranteed cheque, cash or any of the major debit/credit cards.

We are the Agent of Insurers for the purpose of collection of premiums.

Claims

It is essential that you notify your insurer immediately of any incident which may result in a claim under your insurance policy. The instructions on claims procedures can be found in your policy document. You should not admit liability or agree to any course of action, other than emergency measures to minimise your loss, until you have agreement from your insurer.

Complaints

It is our intention to provide you with a high level of customer service at all times. However, if, at any time you are dissatisfied with the service we provide, we have a formal complaints procedure. You should, therefore, take the following course of action:

In the first instance you should discuss your complaint with the member of staff with whom you have been dealing.

If you remain dissatisfied, please write to or telephone Mrs M Hurst or Miss E A Chapman at the address and telephone number shown on our contacts page. We will acknowledge your complaint within 5 working days and advise you who is conducting the investigation into the matters which you have raised. We will provide a formal response within 20 working days from initial receipt of the complaint. If the complaint cannot be resolved within this timescale we will explain why and specify the likely timescale for resolution.

If we cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service. We will advise you if you are able to refer any complaint to the Financial Ombudsman.

Financial Services Compensation Scheme (FSCS)

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Insurance advising and arranging is covered for 100% of the first £2000 and 90% of the remainder of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from FSCS.

Confidentiality

All personal information about our customers is treated as Private and Confidential.

We will only disclose the information we have about private individuals in the normal course of arranging and administering their insurance and will not disclose any information to any other parties without their written consent unless required by law or public interest.

We may use the information we hold about our customers to provide them with information about other products and services which we feel may be appropriate to them.
Under the Data protection Act 1988, private customers have a right to see the personal information about them that we hold in our records. If you wish to exercise this right, or have any other related queries, you should write to Mrs M Hurst or Miss E A Chapman at the above address.

Claims and Underwriting Exchange Register

Insurers pass information to the Claims and Underwriting Exchange Register operated by Database Services Ltd. The objective is to check information provided and to prevent fraudulent claims. Other insurance related databases may also be added in the future.

Applicable Law